4 Responses 08/13

Preethi Work:

I have experienced bad services but the most recent happened this year when I was in a grocery store. The items in the shelves had no price tags indicated so I had t move back and forth asking for prices of products because of my low budget. While the task of moving back and forth was in itself a bad gesture of the store, the employees there seemed mostly unbothered. One employee on the cash register grew tired of my price inquiries and told me that if I have “little” money I should get out. I explained that I had a budget boundary but she said that she did not care and it was none of her business. When I told her that she was rude she ordered me to get out of the store and never come back again.

I personally think that the reasons why I experienced the bad service at this grocery store was bad management. The management had not organized the workplace with price tags for each commodity. The management also seems to have hired the wrong people who knew nothing about customer service. Employee engagement also seems to be a huge problem in this store because most of the employees seemed unbothered and unmotivated. The first change to make services better at the store is to name each product and indicate the specific price for specific quantity/quality. The managers also need to step up their game and train the employees to deliver the best services to all of their customers.

Service marketing is an important thing for any business because it is a key part of business success. Any business needs to inform their customers about the specific services that they offer and how beneficial these services will be to the customers. Most importantly, the business should promise advantages of their services and fulfil these promises to customers.

 

Reference

Othman, B., Harun, A., Rashid, W., Nazeer, S., Kassim, A., & Kadhim, K. (2019). The influences of service marketing mix on customer loyalty towards Umrah travel agents: Evidence from Malaysia. Management Science Letters, 9(6), 865-876.

Rajesh Work:

For every business, customer service is essential. This customer service helps the customers to retain and extract more value from them. By providing top-class customer services, the business will be improved and will be successful. There are various kinds of inadequate services. Some of the bad services are the slow response times. To improve the overall experience by reducing the time spent responding and offering high-quality support to the customers is very important (Goldman, 1996).

One bad experience is the long wait time at a restaurant I visited last month. Waiting is something many people do not like and also do not have the patience to wait. I waited for more than 1 hour and no one came to serve me. If the organization does not offer the speak to agent option and has poorly trained agents and multiple agent touchpoints, and does not have omnichannel communication, then the customers experience terrible customer services. If the organizations have the best practices like valuing the customer's time by having a pleasant time, then the organizations have excellent customer service.

There are many benefits of customer service. Some of the benefits are that it boosts the customer's locality in the organization and attracts the best talents in the society, and it also bolsters the business growth of the organization and crosses sell and upsell the opportunities for the employees. It also bottlenecks the identification of the communication as it prompts the word of mouth recommendations. For the success of the business, maintaining relationships with the customers is very important (Lee &Boissoneau, 1997). It is essential to nurture customer relationships and cultivate good customer relationships. The factors contributing to the excellent service experiences are attitude, timeliness, empathy, and knowledgeable staff. The changes that should be done for the excellent service experiences are by strengthening the excellent customer services skills, improving the interactions with the customers, and enhancing the strategies of customers services.

References Goldman, R. (1996). Customer Service. Journal Of Customer Service In Marketing & Management, 2(1), 65-77. doi: 10.1300/j127v02n01_06 Lee, H., &Boissoneau, R. (1997). Empowering People in Modern Organizations for Improved Customer Service. Journal Of Customer Service In Marketing & Management, 3(2), 55-69. doi: 10.1300/j127v03n02_05